Voraussetzungen

Familiarity with HTML and JavaScript, while not necessary, is advantageous.

Kursziele

Verify that any interruptions or reduction in service encountered by customers and employees are resolved as quickly as possible.

Configure organizational reference data records so that your business data structure accurately reflects the operational procedures that it uses.

Maintain the security requirements of your service desk by validating users according to company policy, configuring the organization of your contacts and groups, assigning roles to appropriate access types, and allowing users to only access records that relate to their role.

Manage the volume and efficiency of notifications sent about activity on tickets.

Collect and analyze customer feedback about your service desk performance.

Kursinhalt

CA Service Desk Manager (CA SDM) is a versatile, comprehensive IT service support solution designed to help you deliver superior end‐user support, request, incident, problem, and knowledge management processes with simplified change and configuration management. CA SDM can consolidate your multiple, disparate help desks and separately manage multiple tenants, all with the objective of reducingthe cost and complexity of managing multiple software instances.

In this course, you will create incident tickets, configure scorecards, and configure organizational reference data. You will also be shown how to maintain the security of your service desk. In addition, you will configure notifications, manage service level agreements (SLAs), configure surveys, and perform other administrative tasks.